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Secret Shopper Program 
Secret Shopper Program 
pix  Wednesday 10 March, 2010   English   
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Secret Shopper
  At MVD Express, your opinion matters - we're even willing to pay YOU for the opportunity to hear about your experience in one of our offices. We are looking to catch our employees at their best, as well as find areas where we might need improvement. Whether you need a driver's license, title, registration, notary, or motor vehicle record done, we'll send you $20.00 once you fill out our quick survey concerning the quality of the service you received. IT'S THAT SIMPLE!

Here's how it works:

  1. Please read over our survey questions before you visit our office so that you'll know what to look for at the office.
  2. Important Information to note in your secret shopper experience:
    • Time Of Service? ______:______AM/PM
    • Date Of Service? ____\___\______
    • Location You Shopped At? ____________
    • Name of the clerk that helped you?____________
      ^ NOTE: This is most important!!! ^
  3. Fill out the online survey form, and we'll send you a crisp $20.00 bill when we receive your completed survey.
  4. Have additional questions? Call 505-323-0408.
Friends and family members of any MVD Express Customer Service Representative, Manager or Assistant Manager are ineligible to participate in the secret shopper program.


Fields marked with * are required!
Only ONE (1) Secret Shopper Rebate PER YEAR per Customer

Secret Shopper Questionnaire
  Thanks you for agreeing to be a secret shopper for MVD Express! We care about your opinion, and will use all information gathered to work towards offering the highest level of service possible to you, our valued client.

  Again, thank you for taking a few minutes to fill out our on-line survey. Your honest assessment will help us to both identify what we are doing well, and where we need improvement.

Sincerely,

Janice Lucero
President and Owner
MVD Express
Personal Info
* Name:
* CUSTOMER NUMBER ON INVOICE:
(C)
 
(Found in upper top right corner under the MVD Express logo)
* DRIVER'S LICENSE NUMBER:
* Phone:
* Address:
* City/Zip:
* Date Of Service:
 
EX: YYYY-MM-DD
* Time Of Service:
* Location Of Service:

Cleanliness of Office
  1. Was the outside of the office reasonably presentable and free of debris?
    YES NO
  2. Was the inside of the office organized and reasonably clean?
    YES NO
  3. What was your first impression of our office?

Transactions
  1. Were you greeted and/or acknowledged when you entered the office?
    YES NO
  2. Was the SIGN IN procedure clear and visible?
    YES NO
  3. Name of Customer Service Clerk (CSC) who helped you:
  4. Was the clerk wearing a name tag?
    YES NO
  5. Was the clerk professional in appearance?
    YES NO
  6. Was the Clerk friendly and engaging throughout your transaction?
    YES NO
  7. Did the Clerk Explain the Transaction Process to you?
    YES NO
  8. Please complete the time frame during each interval:
    • Sign in to Getting Assistance: # of min.
    • Clerk Assistance to Transaction Completion: # of min.
  9. How many transactions did you have?
  10. Transaction Type: (Select ALL that apply)
  11. What part of the transaction took the longest?
  12. Were you asked to bring in additional documentation to complete your transaction?
    YES NO
  13. Were we able to take care of your MVD business during your visit?
    YES NO
    If NO Please Explain
  14. Was a manager consulted?
    YES NO
  15. Did you receive a Jiffy Lube coupon?
    YES NO
  16. Did our Clerk THANK YOU for using our services?
    YES NO
  17. Did you contact our CALL CENTER prior to your visit?
    YES NO
  18. Was our phone system easy to navigate?
    YES NO
  19. How would you rate our Call Center service?
    Excellent Satisfactory Unsatisfactory
  20. How long was your holding time when you contacted our Call Center?
    Minutes
  21. Did our Call Center experts provide you with the correct information?
    YES NO
  22. Who did you speak with in our Call Center?
    (Important: Please enter 'not sure' if you don't remember)
  23. Did you consult our website prior to your visit?
    YES NO
  24. Was our website easy to navigate?
    YES NO
  25. Did you use our justask@mvdexpress.com option?
    YES NO
  26. Would you recommend our services?
    YES NO
  27. How did you hear about us?
  28. How would you rate your visit overall? 1 is poor 5 is excellent
    1 - Poor
    2 - Okay
    3 - Average
    4 - Good
    5 - Excellent
  29. Other comments and/or suggestions on how we could improve our services?
Optional Information(This demographic information will be used to determine future growth and marketing strategies.)
  1. Age  
  2. Gender  
  3. Work zip code  
Please type in security verify code seen here in field below!
Upper and Lower case letters are acceptable...
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* Security Verify:
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